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YEARS OF NEW HOME WARRANTY LEADERSHIP 2014 ANNUAL REPORT THE ALBERTA NEW HOME WARRANTY PROGRAM

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YEARS OF NEW HOME WARRANTY LEADERSHIP

2014 ANNUAL REPORTTHE ALBERTA NEW HOME WARRANTY PROGRAM

During the four decades since our inception, the

Program has built and maintained a reputation for

new home warranty excellence, leadership and

innovation. The underpinnings of that reputation are

the very things that set us apart in today’s competitive

new home warranty marketplace.

The Alberta New Home Warranty Program 2 The Alberta New Home Warranty Program 3The Alberta New Home Warranty Program 2 The Alberta New Home Warranty Program 3

The Alberta New Home Warranty Program

2014 ANNUAL REPORTTABLE OF CONTENTS1974 | 40 Years of New Home Warranty Leadership 5

Points of Distinction | The Program at a Glance 6

The Alberta New Home Warranty Program Timeline | 40 Years of Leadership 8

Timeline | Evolution of Our Logo 11

Message from our Board Chair | Building Continually on a Foundation of Excellence 12

Message from our President & CEO | Always One Step Ahead in an Ever-Changing Industry 14

2014 | The Program’s Year in Review 16

A Word From... 18

The Alberta New Home Warranty Program Leadership | Past and Present: Presidents and Board Chairs 20

The Program & PHBI Team 22

Education that Matters | The Professional Home Builders Institute 24

Homebuilding Excellence | New Homebuyers’ Choice AwardsTM 25

Member Achievements | Member Recognition Awards 26

Community Involvement & Industry Sponsorships 27

The Alberta New Home Warranty Program 54 The Alberta New Home Warranty Program4 The Alberta New Home Warranty Program

For 40 years, relationship–building has been

a key point of focus for the Program.

Our aim has always been to promote

understanding and communication between

member home builders and the general buying

public of the Province of Alberta.

1974

40 YEARS OF NEW HOME WARRANTY LEADERSHIP

It was the year Richard Nixon resigned his presidency on live TV while Happy Days began its 11-season run on CBS…the year Hank Aaron became the all-time home run leader and Stephen King published his fi rst novel…the year the UPC barcode made its debut and the world population hit the four billion mark.

And it was the year a group of vision-ary Alberta homebuilders recognized the need to create a “made in Alberta” package of warranty protections and established mechanisms to rebuild the reputation of the province’s homebuilding industry.

A steering committee with fi ve key members – Rudy Scheibelhofer, Keith Paddick, Klaus Springer, Bill Johnson and Bill Boley – presented their recommendations at the Alberta Home Builders’ Conference in the fall of 1974. To put the necessary seed capital in place, 10 of the province’s most prominent builders stepped up and personally guaranteed $10,000 each – a sizeable sum back in 1974, when the average house price was less than $35,000.

That marked the beginning of the New Home Certifi cation Program of Alberta (later renamed The Alberta New Home Warranty Program) – Canada’s fi rst new home warranty program.

The 40 years that followed

During the four decades since our inception, the Program has built and maintained a repu-tation for new home warranty excellence, leadership and innovation. The underpinnings of that reputation are the very things that set us apart in today’s competitive new home warranty marketplace:

• Warranty protections that satisfy the province’s mandated coverages plus a suite of optional warranty products that far exceed them – something the Program is proud to off er Builder Members eager to give their customers even greater peace of mind. These include Pre-Possession Insurance for single-family homes, Deposit Insurance for multi-family units and our newest off ering: The Alberta Renovation Warranty Program (available in 2015)

• An unmatched commitment to competency-building education through the Professional Home Builders Institute (PHBI), which the Program supports fi nancially and makes mandatory for all our Builder Members

• More than 50 staff at offi ces in Calgary and Edmonton to meet the needs of our Builder Members and their homeowners across the province

• A variety of value-added tools and services designed to help Builder Members and their customers become better educated about homebuilding and the home warranty process, resolve diff erences of opinion and build positive, enduring relationships

• The capacity to anticipate change and the ability to change with the times – hallmarks of the Program since our incorporation in 1974.

Never was our ability and readiness to change with the times more ably demonstrated than during the lead-up and changeover to Alberta’s mandatory new home warranty envi-ronment. With foresight and enthusiasm, we stepped up and led the charge. We worked closely with government and other industry stakeholders to give our Builder Members and their customers a voice at the table and ensure the new legislation aligned with their best interests. We then tackled the transition challenge head-on, reviewing and revising our internal processes and systems and working to prepare our Builder Members and their customers so we could all hit the ground running when mandatory warranty took eff ect on the fi rst of February.

When the dust settled, we all breathed a happy sigh of relief.

Then we did the very thing you’ve come to expect from the Program. We asked ourselves, what more can we do to support and add value for our Builder Members, their customers and Alberta’s homebuilding industry?

It’s the question on which the Program was founded, and its answers set the direction for everything we do.

6 The Alberta New Home Warranty Program The Alberta New Home Warranty Program | September 30, 2014 7

Points of Distinction

THE PROGRAMAT A GLANCE

Founded in 1974 to promote higher standards of performance and professionalism in Alberta’s homebuilding industry, The Alberta New Home Warranty Program introduced Canada to the concept of new home warranty.

Since then, “the Program” has provided warranty for more than half a million Alberta homes…and peace of mind for more than half a million Alberta homeowners.

POSITIVE PARTNERSHIP BETWEEN BUILDERS, HOMEOWNERS AND THE PROGRAM

ENHANCED PROTECTION AND COVERAGE

FOR HOMEOWNERS

FOR BUILDER MEMBERS

A FOUNDATION FORENDURING RELATIONSHIPS

COMPREHENSIVE PROTECTION• An independent, not-for-profi t home warranty provider

regulated under the Insurance Act of Alberta, the Program off ers a suite of warranty products that provide comprehensive new home protection

• Enhanced protection through optional products like Pre-Possession Insurance for single-family homes, Deposit Insurance for multi-family units and The Alberta Renovation Warranty Program (available in 2015) allows for customized warranty off erings and gives homeowners even greater peace of mind

FOR HOMEOWNERS…• The comfort that comes with knowing your home is

protected by a professional, reputable and enduring new home warranty provider

• A hands-on approach to fi xing issues and solving problems

• A trusted source of timely information and valuable tools such as the Surface Water Management brochure and Guide to the Care and Maintenance of Your New Home

• The only new home warranty provider that mandates formal, industry-specifi c education for Builder Members to improve competency and performance in two areas identifi ed as ‘high risk’: moisture control and homebuilding on Alberta soils

• The new home warranty provider whose industry-leading standards of membership and requirements for builder accountability assure consumers that when they work with a Builder Member of the Program, they’re working with one of Alberta’s best homebuilders

• Builder Members participate in the New Home & Builder Review (see page 25), whose actionable feedback helps improve customer experiences

• Online Homeowner Portal puts warranty information and practical tools at homeowners’ fi ngertips

• A live Contact Centre available by phone or email to answer warranty-related questions

FOR BUILDER MEMBERS…• The confi dence that comes with partnering with

Canada’s most experienced new home warranty provider

• Alberta’s largest new home warranty provider, currently serving close to 700 Builder Members

• Program membership is a badge of honour that elevates the credibility and affi rms the professionalism of our Builder Members

• A leader and innovator in new home warranty products and services

• Alberta’s only new home warranty provider that invests in competency-building training and education for industry practitioners

• Creator of co-branded marketing materials to help Builder Members more clearly explain the warranty process

• Builder Member Portal makes new home enrolments and other warranty processes quick and easy

• Exacting criteria for ongoing membership mitigates risk for Builder Members while bolstering their reputations

• An infl uential collaborator with government and industry associations on major issues aff ecting homebuilders and the industry as a whole

• In-house team of Claims Assessor & Technical Advisors ready to respond when needed

• A live on-site Contact Centre available by phone or email to answer homebuilder questions

• Team of experienced Relationship Managers dedicated to supporting Builder Members’ business needs

• In-house team that uploads all home enrolments to the public registry on behalf of our Builder Members

CREATING A FOUNDATION FOR ENDURING RELATIONSHIPS…• We equip our Builder Members and their customers

with the resources they need to resolve issues, honour specifi c industry standards and become better educated about the homebuilding process

• For 40 years, we have worked to increase professionalism, performance, responsibility and accountability – the cornerstones of positive, enduring relationships between our Builder Members and their customers

8 The Alberta New Home Warranty Program 10 The Alberta New Home Warranty Program

The Alberta New Home Warranty Program Timeline

40 YEARSOF LEADERSHIP

1976ALBERTA’S MOST PROMINENT BUILDERS396 Builder Members register more than 95% of the new homes built in Alberta

DEPOSIT PROTECTION COVERAGEThe Program introduces Deposit Protection coverage for homebuyers –

an early expression of our constant commitment to meeting the needs of Alberta’s best builders and their customers

1974THE GROUP THAT STARTED IT ALLA group of visionary homebuilders forms the New Home Certifi cation Program of Alberta“ to ensure that warranty commitments, construc-tion standards and guarantees made by Alberta builders to the public…will be honoured”

1982NAME CHANGEA name change to New Home Warranty Program of Alberta underscores our commitment to protecting the investments of new home buyers in Alberta

1987PHBITo advance construction quality, customer service and business practices in the homebuilding industry, the Program assumes responsibility for the Alberta Home Builders Graduate Institute (now the Professional Home Builders Institute, or PHBI) from CHBA–Alberta

1979LENDERS VALIDATE OUR VALUEFollowing the lead of major mortgage insurers, major lenders insist on Program membership before they will advance construction loans

1996GUIDEBOOK AVAILABLEFrom Purchase to Possession and Beyond – a comprehensive guidebook the Program created to help educate our Builder Members’ customers about the homebuying process – wins a coveted Calgary SAM Award

2005WORKMANSHIP & MATERIAL GUIDEThe Program updates and expands our Workmanship & Material Reference Guide – a tool both for establishing fair standards of new home construction and for helping builders and homeowners resolve disputes

1991BPP COVERAGEThe Program adds Builder Performance Protection (BPP) coverage to our suite of warranty products

2002INCREASED VISIBILITYThe Program makes its presence felt at the International Housing and Home Warranty Conference in Banff

1993NAME CHANGEWe become The Alberta New Home Warranty Program – a more emphatic expression of our “made in Alberta” warranty products and services

2004RAISING THE BARPHBI’s Moisture Control Technician (MCT) certifi cation becomes mandatory for all Builder Members – a requirement that rein-forces our commitment to continually raising the bar on home construction in Alberta

The Alberta New Home Warranty Program 10

2012-13EXTENSIVE CONSULTATIONBy virtue of our position as Canada’s most established, most experienced new home warranty provider, the Program consults extensively with the Government of Alberta and other industry stakeholders regarding the New Home Buyer Protection Act and its associated regulations

SETTING THE STANDARDThe Government of Alberta adopts our Workmanship & Material Reference Guide as the foundation for its Construction Performance Guide for New Home Warranty in Alberta

2013PREPARING FOR A NEW ERAWe tour the province to educate Builder Members about mandatory new home warranty in the second edition of ‘Member Connect’ and launch mandatorywarranty.com – a website dedicated to providing up-to-date information on the New Home Buyer Protection Act to all Alberta home-builders and their customers during the lead-up to the launch of the new legislation in February 2014

2011NEW EDUCATIONAL REQUIREMENTPHBI’s Home Building on Alberta Soils course becomes mandatory for all Builder Members

2008GOVERNANCE TRANSITIONThe Program’s Board begins a governance tran-sition from management board to policy board

2012HALF A MILLION HOMESHome enrolments by Program Members surpass the 500,000 mark

INVESTMENT IN RCSM PROGRAMThe Program makes signifi cant investments into development of the Residential Construction Site Manager (RCSM) program, which PHBI offi cially launches in 2013

2014OUR 40TH YEARIn our 40th year, the Program embraces the new era of mandatory new home warranty in Alberta, and we renew our 40-year commitment to new home warranty excellence, leadership and innovation

11 The Alberta New Home Warranty Program

1974The fact that the Program’s inaugural logo symbol was subsequently mirrored by the New Home Warranty Programs of Ontario, Manitoba and Saskatchewan speaks to our leadership from the very begin-ning. Our approach has been the model for other provincial new home warranty programs.

1993Hand-in-hand with a change to our current name – a more emphatic expression of our ‘made in Alberta’ warranty prod-ucts and services – our logo got a new colour scheme that refl ects the Program’s focus on profes-sionalism. The circle around the icon symbolizes the comprehen-sive protections we off er to homeowners, and the ’seal of approval’ motif makes a strong statement about the Program’s value in reinforcing the credibil-ity of our Builder Members.

2004In this symbolic logo, the red and yellow blocks represent the new home buyer and Builder Member – the central parties in every new home transaction. The blue elements represent the Program, whose comprehensive coverage and foundation of knowledge help solidify the builder/homeowner relationship. The sun represents a positive partnership between all three parties.

1994This ‘special edition’ logo was designed to commemorate a signifi cant Program milestone – our fi rst 20 years of serving Alberta’s best homebuilders. Blue is the colour of wisdom, stability and trustworthiness, while the bright yellow conveys the energy and enthusiasm with which the Program has always sought to elevate the perfor-mance and professionalism of Alberta’s homebuilding industry.

2014A sophisticated evolution of the 2004 logo, the Program’s current logo was designed to refl ect professionalism and credibility – the key attributes we’ve always promoted among Builder Members. Beyond a more contemporary colour palette whose warm accents with gold undertones convey that only Alberta’s best builders qualify for Program membership, the 2004 home has been reinforced by new walls that represent the enhanced protection and peace of mind homeowners receive when they choose to work with our Builder Members.

Timeline

EVOLUTIONOF OUR LOGO

PROTECTING YOUR INVESTM

ENT

ALBE

RTA NEW HOME WARRAN

TY

PROTECTING YOUR INVESTM

ENT

ALBE

RTA NEW HOME WARRAN

TY

The Alberta New HomeWarrantyProgram

NEW HOMECERTIFICATIONPROGRAMOF ALBERTA

The Alberta New Home Warranty Program 1312 The Alberta New Home Warranty Program

2014 was a big year for the Program, as it marked the end of our fi rst 40 years – and the beginning of our next 40 years – as Alberta’s premier new home warranty provider.

It was also a big year for Alberta and its homebuilding industry, as legislation that makes warranty mandatory for every new home built in the province came into eff ect on February 1, 2014.

With the advent of Alberta’s mandatory new home warranty environment, the homebuilding landscape has changed fundamentally. But has the Program?

In a word: no. While the Program is adapting and evolving, as it always has, to stay one step ahead in an ever-changing industry, we remain true to the fundamentals on which we were founded.

As much as ever before, we remain focused on leading the way with innovative, relevant home warranty products and services – on raising and sustaining the performance and professionalism of the homebuilding industry – on proactively supporting builder education to elevate the quality of construction and customer service in our province – on supporting our Builder Members and helping them resolve the issues that can arise between builders and homebuyers.

These are the things that set the Program apart among new home warranty providers in our province. But the real diff erence makers are our Builder Members – the very best of Alberta’s best builders.

During the lead-up to our 40th anniversary celebrations, we received high praise and enthusiastic accolades from several pioneers of the Alberta homebuilding industry. They expressed great satisfaction with how the Program has continually evolved to meet their changing needs, and they are sincerely proud of their long association with the Program. They see quality warranty products and services as crucial components of the business of building high-quality

homes, and they applaud the eff orts we put into ensuring they and their customers are well looked a³ er.

Just as the Program is evolving, so too is the concept of “warranty.” The advent of Alberta’s mandatory warranty legislation has made it more important than ever before to deliver innovative home warranty products and meaningful value-added services – and that’s precisely what we’re continuing to do.

In the home warranty space, the Program sees ample room for innovation and evolution. Now that the transition to mandatory warranty is complete, we are beginning to consider complementary new products to bring to market and explore industry partnerships through which to forge a new wave of valuable services for our Builder Members and their homeowners.

The Alberta Renovation Warranty Program – a new product we will launch in 2015 – is the herald of many exciting developments to come.

I feel both honoured and grateful to be part of the Board that’s helping set the Program’s direction as we embark on our next 40 years of success.

Ultimately, the Program owes our past and future success to our Builder Members – to your commitment to raising and sustaining the performance and professionalism of the homebuilding industry – to your enthusiastic support of builder education to elevate the quality of construction and customer service in Alberta – and to your readiness to resolve issues that might arise with your customers.resolve issues that might arise with your customers.

Ryan Scott • Board Chair

Message from our Board Chair

BUILDING CONTINUALLY ON AFOUNDATION OF EXCELLENCE

The Alberta New Home Warranty Program 13

The Program sees ample room for innovation and

evolution. Now that the transition to mandatory

warranty is complete, we are beginning to

consider complementary new products to bring to

market and explore industry partnerships through which

to forge a new wave of valuable services for our

Builder Members and their homeowners.

RYAN SCOTTBOARD CHAIR

The Alberta New Home Warranty Program 1514 The Alberta New Home Warranty Program14 The Alberta New Home Warranty Program

By virtue of being in the business far longer than any

other new home warranty provider in the country,

the Program boasts the advantages that come

t e n fi t on t e cene . On all matte elated

to new home warranty, our experience and our

expertise are unmatched.

The Alberta New Home Warranty Program

JOHN KOZOLEPRESIDENT & CEO

Imagine that you and a team of dedicated people have focused on doing just one thing – every day, all day long – for 40 years. Would you be incredibly good at doing that one thing?

Of course you would. In fact, it’s probably safe to say you’d be better at doing it than anyone else.

For 40 years, The Alberta New Home Warranty Program has main-tained a rigorous, unwavering focus on one thing: new home warranty.

Is it any wonder, then, that the Program stands out as the province’s premier new home warranty provider, representing close to 700 of Alberta’s best homebuilders?

Is it any wonder that Program membership is a badge of honour that elevates the credibility and affi rms the professionalism of our Builder Members?

Is it any wonder that on matters related to home warranty, industry associations and government stakeholders seek counsel from and collaborate extensively with the Program?

Is it any wonder that “The Alberta New Home Warranty Program” has become synonymous with warranty product and service innovation among homebuilders and with peace of mind among homeowners in Alberta?

The simple answer is no – it’s really no wonder at all.

By virtue of being in the business far longer than any other new home warranty provider in the country, the Program boasts the advantages that come with being ‘fi rst on the scene’. On all matters related to new home warranty, our experience and our expertise are unmatched.

We never take this leadership position for granted. As our timeline (pages 8-10) reveals, we strive constantly to advance Alberta’s homebuilding industry and enhance our value to Builder Members and homeowners.

Over the past two years, both of those purposes were well served by our preparations for the advent of mandatory warranty legislation in Alberta. For the Program and our Builder Members, the change was monumental; and being ready for the changeover on February 1, 2014, required a colossal and sustained eff ort from every single member of our team.

Of course, as with any transition of such magnitude, a few hiccups are inevitable. Rolling out systems and processes that required a wholesale overhaul has been a work in progress, and fi ne-tuning the mandatory warranty machine is among our priorities for the coming year. On the whole, though, we made it through the transition and are doing everything we said we’d do for our Builder Members – and more!

Beyond our own system enhancements, there was still some work to be done on the mandatory warranty front a³ er February 1. To prepare for the December 2014 release of the Government’s Construction Performance Guide for New Home Warranty in Alberta and ensure that the provincial registry was set up to make new home enrolments as easy as possible, we continued to spend considerable time collaborating with Government and being a strong voice for our Builder Members. It was a lot of heavy li³ ing, but heavy li³ ing to build a stronger, more sustainable homebuilding industry is precisely what the Program has done right from the beginning.

As we celebrate our 40th year as Alberta’s premier new home warranty provider, we refl ect on – and renew our commitment to – the values that spurred our creation and have guided our growth: professionalism, performance, responsibility and accountability – the cornerstones of positive, enduring relationships between our Builder Members and their customers.

As we prepare to roll out innovative new products such as warranty for home renovations in 2015, we launch into our next 40 years with excitement and enthusiasm.

We are proud to be a positive force in building and sustaining the relationships that keep Alberta’s homebuilding industry growing ever stronger; and to the Builder Members and homeowners who’ve placed their trust in the Program during the past 40 years, I extend sincere gratitude on behalf of our entire team.

John Kozole • President & CEO

Message from our President & CEO

ALWAYS ONE STEP AHEAD IN AN EVER-CHANGING INDUSTRY

The Alberta New Home Warranty Program 1716 The Alberta New Home Warranty Program

2014

THE PROGRAM’SYEAR IN REVIEWOver the course of the Program’s 40-year history, each year has been a compilation of focused eff orts, continual improvements and praiseworthy accomplishments. In this edition of our Annual Report, we chronicle signifi cant initia-tives and achievements that shaped our identity and helped sustain our value in 2014.

» Far and away, the Program’s most signifi cant undertakings in 2014 were geared toward ensuring a smooth transition into the era of mandatory new home warranty as the New Home Buyer Protection Act took eff ect on February 1, 2014:

• Our Claims Assessment department adjusted all claims resolution policies and procedures to align and comply with the new legislation

• Our Information Services team supported the development and rollout of mandatory warranty processes and systems including a major upgrade to our customer relationship management (CRM) system

• Our Finance department adapted our processes and systems to accommodate associated product and billing changes

• Our Marketing & Communications department revised, redesigned and rebranded all informational materials for the changeover to mandatory warranty

• Our new Business Operations team worked with Builder Members to ensure compliance and enhance enrolment strategies, and they worked closely with the Government of Alberta to optimize the public registry and minimize impact on our Builder Members.

» The updating of all Program documents to align with mandatory warranty was timely, as our visual identity took a giant step forward in 2014. We updated the Program logo and visual style to reinforce the strength of our brand and our Builder Members.

» We worked hard in 2014 to improve the Program’s online experience by designing and developing a new public website and enhancing our Builder Member and Homeowner Portals (for rollout in 2015).

» To further support our 2012 commitment to greater visibility and increased engagement with our Builder Members, the Program expanded our management team to include a Vice President, Business Development solely focused on enhancing value to our customers.

» For Member Connect 2013 – our second annual ‘road show’ with stops in each of our builder regions – our emphasis was squarely on educating Builder Members about mandatory warranty, helping them understand its implications for their businesses and sharing the Mandatory Warranty Toolbox we created to help them through the transition.

» Our Claims Assessment department created an eff ective process for identifying out-of-coverage warranty requests and giving homeowners a better understanding of what is covered. Homeowners now typically receive a response regarding a claim within 2-3 business days.

» During the lead-up to our Rouge events on October 24 (in Edmonton) and November 6 (in Calgary) to celebrate our ‘ruby anniversary’ and recognize our Builder Members’ commitments to the highest standards of home construction and customer service, we created a 40th anniversary video featuring many of our industry pioneers, and we rebranded our Service Awards as the Member Recognition and Legacy Member Recognition Awards (see page 26).

Fa and a ay, t e P o am mo t n fi cant

undertakings in 2014 were geared toward ensuring a

smooth transition into the era of mandatory new home

warranty as the New Home Buyer Protection Act took

effect on February 1, 2014.

» The Program spent a lot of time on our 3xR Strategy in 2014, advancing its objectives of Restructure, Reposition and Renewed Focus. The restructuring portion of the strategy is receiving particular emphasis to ensure we remain leaders in the mandatory new home warranty environment.

» Regulatory oversight by the Superintendent of Insurance continues to evolve. All organizations regulated under the Insurance Act of Alberta must undergo a mandatory examination every three years; and an on-site examination by the Superintendent of Insurance confi rmed that we are operating eff ectively and resulted in a list of action items to be developed and implemented over the next year. The result will ensure the Program continues to be an industry leader.

» Ryan Scott, our Board Chair since 2012, will move into the role of Past Chair at our 2014 Annual General Meeting on March 12, 2015. At that time, Bruce Galts of Galko Homes will assume the responsibilities of Chair. We extend sincere thanks to Ryan for outstanding performance during his entire term as Chair.

The Alberta New Home Warranty Program 1918 The Alberta New Home Warranty Program

Scott HagginsCEDARGLEN HOMES

“It was an investment by the building community to make our industry better. We wanted consistency. That’s why there was so much

involvement at the grassroots by many of the builders in Alberta.”

John Hrynkow PARK ROYAL HOMES

“It’s pretty remarkable that these gentlemen took the time and actually made the fi nancial commitment to make the Program work

for Albertans.”

Cal Wenzel SHANE HOMES

“When people ask me how we built in ‘the good ol’ days,’ I say there’s actually no comparison at all. People in the business now

are wiser and know what they’re doing a lot better because of the education programs and the Program itself.”

Jay Westman JAYMAN BUILT

“I’m very proud of my involvement in the formation of the Professional Home Builders Institute. A big part of my company’s

success is that everybody goes through the sales training, and many of our executives hold the Master Home Builder designation.”

A WORD FROM...

Harry Stepper STEPPER CUSTOM HOMES

“Individuals on the Board looked beyond their companies and did what was important for the community and the general public.”

Gord Bontje LAEBON DEVELOPMENTS

“We respect the work of The Alberta New Home Warranty Program because if we have a problem, they step in and they solve the

problem. That’s the critical diff erentiator. It’s not a fi nancial transaction; it’s a problem-solving transaction.”

Bill BobykSTERLING HOMES - CALGARY

“The Alberta New Home Warranty Program has enhanced the building standards of our industry by creating such publications as Guide to the Care and Maintenance of Your New Home, Workmanship & Material Reference Guide and the Surface Water Management

brochure. The Program was also instrumental in developing PHBI’s RCSM program.”

Avi Amir HOMES BY AVI

“It does come down to trust. If The Alberta New Home Warranty Program is backing up the builder, the consumer feels he is getting a

good product. And if not, someone is there who will do it right.”

Burke PerryPERRY HOMES

“When I started in the business in 1978, and built my fi rst home in 1979, I was focused on the art of homebuilding, the romance of homebuilding. I had the great opportunity to become a member

of the Program and serve on the Board of Directors - both invaluable to my business today.”

Alan Norris BROOKFIELD RESIDENTIAL PROPERTIES

“The Program brings a lot to the industry. They’re a trusted partner. They understand complex issues, and they help solve them.”

The Alberta New Home Warranty Program 2120 The Alberta New Home Warranty Program

Over the past four decades, the Program has been built, brick by brick, under the strong, decisive leadership of our Presidents:

• 2009–present John Kozole• 2007–2008 Sky Wensel• 1994–2006 Dennis Little• 1991–1993 Ralph Higgs• 1978–1990 Larry Kelly• 1976–1977 Bill Boley

Our Board of Directors has always played an active role in providing governance and strategic direction. And to ensure strong alignment between the activities of the Program and the needs of our Builder Members, our Board has always had strong representation from the builder community. In fact, all of our Chairs have been homebuilders with deep understandings of what homebuilders and their customers need from their new home warranty provider.

• 2012–present Ryan Scott• 2011-2012 Rohit Gupta• 2009–2011 Bruce Hall• 2007–2009 Burke Perry• 2004–2007 Harry Stepper• 2004 Alan Smith• 2002–2004 Gary Zetsen• 2000–2002 John Hrynkow• 1998–2000 Doug Hoff man• 1996–1998 Jay Westman• 1994–1996 Scott Haggins• 1992–1994 Arne Poulsen• 1990–1992 Wayne Berg• 1988–1990 Steve Scott• 1985–1988 Dennis Little• 1985 Walter Stewart• 1983–1985 George Frieser• 1981–1982 Bill Briggs • 1980-1981 Martin Smith • 1979-1980 Robert Plotkins • 1976–1979 SK (Stan) Hooper • 1974–1976 Rudy Scheibelhofer

• Ryan Scott • Chair of the Board (Avalon Industries)

• Bruce Galts • Vice-Chair of the Board (Galko Homes)

• Douglas Allen • Director(Independent)

• Stephen Amonson • Director (Ashcro³ Master Builder)

• Graham Boyce • Director (Jayman BUILT)

• Jim Hannan • Director(Independent)

• Monte Kendall • Director (Homes by Avi)

• Miles Kohan • Director (Sterling Homes (Edmonton))

• Linda Lucas • Director(Independent)

• Kurt Paterson • Director (Independent)

• Joe Puglia • Director (Independent)

• Jim Smith • Director (Shane Homes)

• Greg Yuzwa • Director (Independent)

Boar

d of

Dire

ctor

s 20

14The Alberta New Home Warranty Program Leadership

PAST & PRESENT:PRESIDENTS AND BOARD CHAIRS

• John Kozole President & CEO

• Hugh Bourgeois VP, Risk & Underwriting

• John H. Martin VP, Business Development

• Angela M. Tripathy (not pictured)

VP, Corporate & General Counsel

• Angela Koal Director, Finance & Compliance

• Fraser de Walle Director, Marketing & Product Development

• Blake Kanewischer Director, Information Services

• Penny Stauch Corporate Advisor

• Cindy Zahn Human Resources Advisor

Seni

or M

anag

emen

t 201

4

Never was our ability and readiness to change

with the times more ably demonstrated

than during the lead-up and changeover to

Alberta’s mandatory new home warranty

environment. With foresight and enthusiasm,

we stepped up and led the charge.

Le³ to right: Hugh Bourgeois, Penny Stauch, John Kozole, Blake Kanewischer, Cindy Zahn, Fraser de Walle, Angela Koal, John Martin

THE PROGRAM

22 The Alberta New Home Warranty Program

& PHBI TEAM

The Alberta New Home Warranty Program 23

THE PROGRAM & PHBI TEAM

The Alberta New Home Warranty Program 2524 The Alberta New Home Warranty Program

PHBI is deeply committed to delivering quality education that advances the residential construction industry. The PHBI team breathes life into the organization’s core values:

• Integrity – “We act and speak with integrity in everything that we do”

• Quality – “The quality of our work, products and services enhances the reputation of PHBI, our stakeholders and our customers”

• Collaboration – “We collaborate internally and externally, openly sharing the best of ourselves to deliver the best service, products and support.”

To further the vision and strategy of PHBI, Joe Connelly became Executive Director in March 2014. His positive impact was immediately felt on a number of key initiatives.

In 2014, PHBI hired a project manager dedicated to course improvement and development. When developing or revis-ing courses, PHBI’s focus is on delivering education that emphasizes practical skills that advance individual careers and the industry as a whole.

PHBI’s new website, launched in June 2014, showcases its new brand and includes the fi rst phase of its new Learning Management System (LMS), which allows students to register for courses, view their results and print their

certifi cates of completion. Active students can also see their course histories and print their PHBI transcripts.

PHBI strives constantly to elevate performance and profes-sionalism in the homebuilding industry, and the organization established its quality cycle to ensure that PHBI programs evolve continually to meet the latest industry requirements.

The cycle includes the New Home & Builder Review, which surveys new home buyers about their customer service experiences and about any warranty issues that arose and how they were resolved. Based on the survey results, PHBI identifi es areas for industry improvement and then revises courses and develops seminars to address shortcomings.

Over time, this helps continually improve the quality of homes being built in Alberta.

phbi.ca

Education that Matters

THE PROFESSIONAL HOME BUILDERS INSTITUTE

The New Homebuyers’ Choice Awards program is an exten-sion of PHBI’s New Home & Builder Review – a customer satisfaction survey program launched in 2013 and adminis-tered by CustomerInsight™ (customerinsight.ca).

Feedback from new home buyers supports continuous improvement in the residential construction industry by infl uencing builder education and training programs, risk assessments by third-party new home warranty companies and performance standards for Alberta homebuilders.

The awards program recognizes the highest performing builders province-wide and in each CHBA builder region.

PROVINCIAL RESULTS

The 2014 provincial results were announced September 19 at the CHBA – Alberta Awards of Excellence in Housing ceremony as part of BUILD 2014 in Jasper.

Best in Class (recognizing the top builders in their respective categories)

• Destiny Builders, Medicine Hat• Cameron Homes, Edmonton• Sterling Homes, Calgary• Aspen Lane Developments, Slave Lake• Avalon Central Alberta, Red Deer• Brookfi eld Residential, Calgary

REGIONAL WINNERS

Regional awards are presented at the annual CHBA ceremony in each builder region.

Northern Alberta Region

• Abby Reconstruction Inc.• Unique Home Concepts Inc.• Aspen Lane Developments

Edmonton & Area

• Lang Built Homes Ltd.• Cameron Homes Inc.• Homes by Avi (Edmonton) LP• Homes by Avi Urban (Walker Lakes) Inc.• Brookfi eld Residential (Alberta) LP• Carrington Construction Edmonton Ltd.

Central Alberta

• Gold Seal Homes Inc.• Asset Builders Corp.• Avalon Central Alberta

Calgary & Area

• Wolf Custom Homes Ltd.• NuVista Homes Partnership• Sterling Homes Ltd.• Chaparral Valley Townhomes Ltd.• Skywest Condos Ltd.• Brookfi eld Residential (Alberta) LP

Southern Alberta Region

• Destiny Builders Ltd.• Galko Homes

Homebuilding Excellence

NEW HOMEBUYERS’ CHOICE AWARDS™

The Alberta New Home Warranty Program 2726 The Alberta New Home Warranty Program

Member Achievements

MEMBER RECOGNITION AWARDS One of the Program’s foremost goals is to bring a well-deserved level of recognition to our Builder Members, showcase their commitments to high standards of construction and customer service, and spotlight them as the very best of Alberta’s best homebuilders.

Among new home warranty providers, the Program maintains the most stringent criteria for ongoing membership; and the commit-ment required to maintain Program membership over years and decades is something to celebrate and recognize.

That’s why we rebranded our Service Awards as the new Member Recognition Awards. We redesigned them with a consistent and contemporary look that will be immediately recognizable on any homebuilder’s reception desk or trophy shelf.

Upon reaching the impressive milestone of 30 years of Program membership, homebuilders achieve the special status of Legacy Member. Then, and at every five-year milestone of continuous membership a³er that, they receive the Legacy Member Recognition Award.

10TH YEAR MEMBER RECOGNITION AWARDS

• 3D Builders• Aquilla Homes Ltd.• Bomaier Developments Ltd.• Cedar Ridge Quality Homes Ltd.• Centrex Homes LP• Darnell Homes Ltd.• Homes By 2 Broz Inc.• Landmark Communities Inc.• Legacy Homes• Look Homes Inc.• Master Key Homes Ltd.• Meridian Master Builders Inc.• R. Harker Construction Ltd.• Rich-Lee Custom Homes• Southbend Developments Inc.• Top Quality Homes• TP Enterprises

15TH YEAR MEMBER RECOGNITION AWARDS

• Aacropolis Homes Ltd.• Atlas Line Development Ltd.• Da Vinci Estate Homes Ltd.• Destiny Homes Inc.• Empire Structures Inc.• H & J General Contractors Inc.• Loadstar Enterprises Ltd.• Riverpark Homes Ltd.

20TH YEAR MEMBER RECOGNITION AWARDS

• A & J Homes • Calvanna Developments Ltd.• Canyon Spring Master Builder Inc.• Cove Properties Ltd.• Daytona Homes Inc.• Dreamwest Homes/

DA Nixon Enterprises Ltd.• General Construction Ltd.• Gold Seal Homes Inc.• Gordey Construction Ltd.• Homes by Design Innovations Inc.• Homes by Us Ltd.• Ray Stern Homes/

Cathray Distributors Ltd.• Rykell Homes Ltd.• Trico Developments Corp

25TH YEAR MEMBER RECOGNITION AWARDS

• Carolina Homes Inc.• Coco Homes Inc.• Hafso Developments Ltd.• Kingsmith Homes

30TH YEAR LEGACY MEMBER RECOGNITION AWARDS

• Beattie Homes Ltd.• Finot Development (Alberta) Ltd.• Landmark Master Builder Inc.• Reid Built Homes Ltd.• Stoneridge Development Ltd.• The Cedarglen Group Inc.

35TH YEAR LEGACY MEMBER RECOGNITION AWARDS

• Lincolnberg Homes Ltd.• Loreck Homes Ltd.• Zetsen Homes Ltd.

COMMUNITY INVOLVEMENTIt takes more than well-constructed homes to build strong and sustainable communities. It takes the recognition that many people among us face a variety of challenges, and an understanding that the strongest communities are those whose members support one another and, when necessary, extend a helping hand.

During fiscal 2014, the Program was a proud sponsor of several charity golf tournaments and other fundraisers. Events and bene-ficiaries included the Stepper Foundation Golf Classic (in support of Stepper Custom Homes’ El Salvador Project), Concept Homes Charity Golf Classic (for the Edmonton Fire Fighter Burn Treatment Society), Calgary Home Builders Foundation – President’s Charity Golf Tournament (for Easter Seals Camp Horizon), Calgary Christian School Golf Tournament and Avalon Master Builder Safari Shaker (in support of DUPOTO Initiatives).

The Program also sponsored five lottery homes with a total warranty protection value of $500,000. These lottery homes supported the STARS Lottery 2014, Rotary Club of Grande Prairie, Red Deer Regional Health Foundation, Red Deer Kinsmen Club and Calgary Stampede Rotary.

Other non-profit, community-focused organizations that benefited from the Program’s support in 2014 include the Kids Cancer Care Foundation of Alberta, Calgary Food Bank, Doctors Without Borders Canada, YEEP! Foundation, Alberta Children’s Hospital and Springborough Professional Centre Stampede Breakfast (in support of the Calgary Pregnancy Care Centre).

INDUSTRY SPONSORSHIPSThe Program has always been committed to supporting and advan-cing the homebuilding industry as a whole. As such, we frequently sponsor industry-related conferences and events hosted by the provincial or regional chapters of the Canadian Home Builders’ Association. In 2014, these sponsorships included:

• CHBA – Alberta • BUILD 2014: Gold sponsor

• CHBA – Alberta • President’s Gala: Bronze sponsor

• CHBA – Central Alberta • Parade of Homes

• CHBA – Central Alberta • Awards of Excellence

• CHBA – Calgary • SAM Awards

• CHBA – Edmonton • Awards of Excellence

• CHBA – Lethbridge • Building the Best Awards

• CHBA – Grande Prairie • Awards of Excellence

• CHBA – Medicine Hat • Top Hat Awards

• International Housing & Home Warranty Conference: Platinum sponsor

It takes more than well-constructed homes to build strong

and sustainable communities. It takes the recognition

that many people among us face a variety of

challenges, and an understanding that the strongest

communities are those whose members support one

another and, when necessary, extend a helping hand.

301, 30 Springborough Blvd SW Calgary, AB T3H 0N9204, 10464 Mayfield Road NW Edmonton, AB T5P 4P4

(HEAD OFFICE) CALGARY |EDMONTON |

1 800 352 8240 | anhwp.com